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Memorial Sloan-Kettering Cancer Center Patient Representative in New York, New York

Company Overview

At Memorial Sloan Kettering (MSK), we’re not only changing the way we treat cancer, but also the way the world thinks about it. By working together and pushing forward with innovation and discovery, we’re driving excellence and improving outcomes. For the 28th year, MSK has been named a top hospital for cancer by U.S. News & World Report. We are proud to be on Becker’s Healthcare list as one of the 150 Great Places to Work in Healthcare in 2018, as well as one of Glassdoor’s Employees’ Choice Best Place to Work for 2018. We’re treating cancer, one patient at a time.Join us and make a difference every day.

Job Description

We are the Patient Representatives team. We listen objectively, upholding patients’ rights with a concentration on effective grievance processing, risk mitigation and conflict mediation. As aPatient Representative,you will help humanize the patient experience by serving as a liaison between patients, families, and staff, fostering communication and providing guidance, consultation and analysis with policy interpretation as it relates to patients.

You Will:

  • Leadership - Respond calmly and objectively to crises, managing institutional risk and involving appropriate parties in investigational process with understanding of cultural differences and differing interests of involved factions. Manage complex cases; organize and lead multidisciplinary meetings to manage high level conflict with patients and families, anticipating future issues. Establish an avenue for negotiations to occur while diminishing emotional outbursts and hostility between parties.

  • Grievances/conflict resolution - Act as a grievance mechanism for patients/families promptly investigating and resolving identified problems with care/and or services.

  • Advocacy – Advocate for patients/ families Ensure that members of the MSK team understand patients’ requests and that patients receive timely and transparent responses to questions, involving OGC as necessary. Work with OGC to manage cases where patients have threatened legal action. Identify patients/families at risk and facilitate conversations with appropriate personnel to support and maintain continuity of care and safe care transitions.

  • Documentation – Document patient/family perceptions of care for regulatory reporting and institutional performance improvement.

  • Education – Provide assistance and education to patients and staff on advance directives, particularly New York State and New Jersey advance directives including health care proxies. Provide notary services to patients (notary license reimbursement).

You Are:

  • Able to operate effectively, even when things are not clear, or the way forward is not obvious.

  • Capable of anticipating and balancing the needs of multiple stakeholders.

  • A good decision-maker, with proven success at making timely decisions that keep the organization moving forward.

  • Able to work effectively in an environment notable for complex, sometimes contradictory information.

  • An effective communicator, capable of determining how best to reach different audiences and executing communications based on that understanding.

You Have:

  • Master’s degree in Health Advocacy or related field preferred, equivalency considered with 10-15 years of work-related experience (MSW or RN welcomed).

  • Broad based knowledge of health care systems, regulatory policies, risk mitigation, and understanding of human behavior a plus. Excellent judgment and analytical thinking.


Travel may be required to our Regional sites in New Jersey, Westchester, and Long Island.


MSK is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sexual orientation, national origin, age, religion, creed, disability, veteran status or any other factor which cannot lawfully be used as a basis for an employment decision.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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Requisition ID2019-36588

CategoryAllied Health - All

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